Technical Support Specialist II, Water Analysis Instruments

Location: Remote, Wisconsin, United States of America

Category: Customer & Technical Support

Employment Type: Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

At Thermo Fisher Scientific, you’ll do meaningful work that makes a positive impact around the world. Every day, our colleagues bring our Mission to life by enabling our customers to make the world healthier, cleaner and safer. We support our teams in achieving their career goals and help take science a step beyond by developing solutions to some of the world’s toughest challenges—from protecting the environment and ensuring food safety to helping find cures for cancer.

 

Location

Fully remote; aligned to the Eastern Time Zone. Relocation assistance will not be provided.

 

How you’ll make an impact

As a Technical Support Specialist II, you’ll provide technical and application support for Thermo Fisher Scientific’s electrochemistry products, including Thermo Scientific Orion pH meters and electrodes. You’ll support end users, channel partners, Customer Service and commercial teams, primarily by phone and email. Your knowledge of pH measurement and product applications will help customers select, use and troubleshoot instruments across a broad range of samples, industries and applications.

What you’ll do

• Use your education, experience and product training to recommend solutions, troubleshoot product and application issues, and resolve customer inquiries.
• Respond to web-generated leads and recommend cost-effective products and solutions.
• Contribute to internal and external knowledge resources.
• Gather customer feedback and market trends, and share insights with Marketing and R&D to support product development and continuous improvement.
• Partner with Quality teams to identify and escalate product issues, support resolution, and contribute to root-cause investigations as needed.
• Use the Customer Allegiance program to strengthen the customer experience.
• Provide training and develop application notes on relevant topics.
• Maintain product materials and website content.
• Collaborate with colleagues around the world to support product quality and customer satisfaction.

How you’ll get here

Education

• Bachelor’s degree in Biology, Chemistry, Environmental Science or a related scientific field.

 

Experience

• 2+ years of technical or laboratory experience.

• Strong written and verbal communication, listening and customer service skills, including the ability to handle complex technical discussions.
• Strong analytical thinking and problem-solving skills.
• Ability to work independently and collaboratively as part of a cross-functional team.
• Strong organizational skills, including the ability to manage multiple priorities and meet performance metrics.

 

Preferred Qualifications

• Experience in wet chemistry or water quality.
• Proficiency with CRM systems such as Salesforce, Microsoft Office applications, and enterprise systems such as SAP or Baan.
• Technical writing experience.
• Experience with root-cause analysis, corrective actions, quality management systems or continuous improvement methods.
• Hands-on experience with laboratory equipment and systems such as ovens, centrifuges, filtration equipment, freezers, incubators, shakers, hot plates and remote monitoring systems.
• Experience training or mentoring other technical staff.